VMAX 450F disappointments

We bought a VMAX 450F a few months, still not in production yet.  There is a known issue with the SSDs causing them to fail.   I get emails about updating drive firmware, but I couldn't do it yet because I had to update the code on the box first.  Once I got the code updated on the box, we then try to get this scheduled but it is going to take a month just to update the drive firmware.  Why does anything with the remote change control takes a month or longer to do?   The other thing that really bothered us is we have a single engine with about 25 drives (3.84 TB SSDs), is that there is only 1 spare drive in there.   We have major concerns when we lost a drive a few weeks ago, leaving us with 0 drives.  It took us 3 days to get another drive in and replaced.  When our VMAX phoned home,  they didn't automatically ship a new drive.  It got stuck in somebody's queue, I had to call to get the drive shipped.  Then had to wait for a CE to change out the drive. I would like it to be where we can replace drives.  Do VMAX3s all flash array normally come with only 1 spare drive? or at what point to they ship with 2?  
.